08.30 Registration 09.30 Welcome Jeremy Bennett, Editor, AM 09.35 Chairman's introduction Steve Nash, President, IMI & Aftersales Director, BMW Group 09.40 The importance of aftersales - a solid foundation for dealers Steve Jelliss, Aftersales Director, Mazda Motors UK Steve will share his expertise and direction into why after­sales make major contributions to the business. Aftersales programmes keep their dealers in touch with customers and a recently launched project has increased revenues by 43%. 10.05 Improving customer attitudes to increase aftersales spend - love and reward your customer Jon Blythe, Business Unit Director - Automotive, CPM UK Giving something back to the customer will create and develop relationships which in turn drives retention, gains new custom and improves overall customer attitudes, a complete customer journey! This presentation will include a checklist of marketing initiatives to improve your aftersales strategy, to include the importance of data and its uses within the customer environment. 10.30 Understand the key to successfully implementing a CRM strategy Davin Abbott, UK Product Manager, ADP Dealer Services ADP will share insight with a focus on: ?? ?? Delivering effective CRM in a complex business environment ?? ?? Technology and Efficiency versus Customer Service - the challenge 10.55 Q& A 11.10 Break & exhibition 11.30 Understanding your customers and competitors: maximise the true potential! James Ward, General Manager, GiPA UK Increasing your knowledge on customers and competition is vital for increasing profits in your aftermarket business. GiPA will present results from their Driver and Trade surveys for a more detailed analysis of driver and competitor behaviour and attitude. 11.55 Capturing the fleet servicing market John Lewis, Chief Executive, British Vehicle Rental and Leasing Association Hear first- hand from the BVRLA about what key elements their members look for in their partners and what steps you might need to take to capitalise on this opportunity. 12.20 Q& A 12.30 Lunch 13.30 Improve the effectiveness of your service advisers Simon Bowkett, Managing Director, Symco Training Simon will offer coaching advice on getting the best out of your dealership service & parts advisers. 13.55 Recognising tyres as a profit opportunity Dave Croston, General Sales Manager - Car Dealer, Continental Tyres Continental will offer customer retention tips, along with giving you insight into the first steps of tyre retailing. This presentation will include dealer case study examples. 14.20 Q& A 14.30 Break & exhibition 15.00 Retain custom through increased warranty sales Mark Keeping, Business Development Manager, Car Care Plan With many companies seeing a 30% YOY increase in warranty penetration, make sure that you are the first point of call for your consumer. 15.25 Up sell to maximise point of sale profit - profit opportunities in oil & lubricants ( includes dealer case study) Graeme Cassidy, UK National Accounts & OEM Manager, Mobil 1 Simon Everett, Group Operations Director, Jardine Motor Group Besides direct income from service and repair, top- up oil sales are one of the biggest aftersales profit centres. Promoting a premium brand of oil, along with other premium- branded products, says something positive about the quality of your dealership. 15.50 Q& A 16.00 Chairman's closing remarks 16.10 Conference close & prize draw Conference programme ( The organisers reserve the right to change speakers and/ or timings as necessary)